Enterprise Work and Asset Management Consolidation Program
A large, multi-jurisdictional utility faced several challenges involving work, resource, asset, and inventory management processes across its regulated services and renewable energy groups. Serving over 1 million customers in North America, this utility identified their top four challenges that they wanted to address:
Increasing customer demands for control, data access, and transparency, which their legacy systems could not meet
Employee dissatisfaction with outdated tool and systems
Disparate systems across the company, leading to inefficient manual processes and integration difficulties
Obsolete systems requiring skills that were becoming rare and hard to find
The implications of these challenges include higher employee turnover, increased expenses to maintain legacy systems, operational inefficiencies, compliance penalties for not meeting regulatory requirements, reduced company scalability, and loss of revenue opportunities.
Following this analysis of their As-Is business, the client established an enterprise-wide initiative to enhance customer service experiences and provide employees with modern tools and capabilities. This project would focus on laying the groundwork for multi-channel customer engagement, reduced customer churn, a mobile-enabled workforce, increased employee satisfaction, and optimized supply chain management.
The client established a desired To-Be state that they wanted to achieve with this initiative:
Enhanced local customer service retention
Establishment of virtual centers of excellence to facilitate workload sharing
Standardized values across the organization
Data-driven decision-making capabilities
Streamlined business process management and integration
BTC joined the project on the Data side to help this client overhaul their Enterprise Asset Management (EAM) systems through supporting the company-wide deployment of SAP S/4 Hana. We worked together with the client to focus and achieve their “To-Be” state on their top EAM priorities:
Managing inspections and work orders through SAP, dispatched to field workers via iPads
Enabling time tracking at the work-order level
Implementing semi-automated scheduling software to optimize work order prioritization and reduce travel time
Ensuring consistent records between ESRI GIS and SAP through an integration platform
BTC played a crucial role in this client’s transition from legacy systems and paper to SAP. We worked with the client business and SMEs end-to-end to help ensure that business needs were accurately captured and translated to technical specifications. Activities performed included:
Gathered business and technical requirements across different service groups
Conducted data collection, assessment, construction, and transformation through workshops and in coordination with local utilities